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Validity Director - Customer Success Ops in Boston, Massachusetts

About the Role

As the Director of Customer Success Operations, you are responsible for driving the effectiveness and efficiency of our CS team. You will report to the SVP, Client Success, and will own in-depth, hands-on tasks along with managing a team of 4.

We are looking for an ambitious and driven individual to grow with us. Successful candidates will possess a continuous improvement mindset and be comfortable in a dynamic company environment with changing market and organizational requirements. You must be able to juggle multiple priorities and manage requests coming from a variety of sources while assuming ownership for successfully completing projects and duties.

Team Dynamic

You will lead a team of knowledge and operations professions responsible for all CS infrastructure as well as content (training, documentation) to support our customers and our team.

Position Duties and Responsibilities

Oversee a team responsible for the efficient operation of the Client Success team as well as for the creation and maintenance of Validity product and process content used by our customers and employees.

You should have a passion for designing processes that scale, an ability to break down ambiguous problems into concrete, manageable components, and a willingness to ?get your hands dirty? digging into complex operations. Further, you must be a clear communicator with a professional presence and strong listening skills.

Operations

  • Develop and maintain reports and dashboards to drive leadership decisions and generate ad hoc reporting as needed

  • Manage staffing models that enable Validity to deliver against renewal and expansion targets.

  • Manage the segmentation of customers and load balancing customers across the CS team.

  • Implement and manage CS infrastructure (e.g. ChurnZero, Zendesk)

  • Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and net promoter score

  • Manage CS team communications regarding processes, products, and initiatives.

Content

  • Manage a team of knowledge professionals who are responsible for the creation and maintenance of a broad set of product and process content (documents, videos, training, in-app messaging) used by Validity customers and staff.

People

  • Everyone deserves a great manager. BE ONE! Grow and nurture the next leaders on your team. Define career ladders and pave pathways for success through ongoing mentoring and coaching.

Required Experience, Skills, and Education

  • 2 years directly managing a team of people

  • 2 years of business experience supporting a CS team within a business with thousands of customers.

  • Proficient in using Excel, Salesforce CRM, and, ideally, a CX platform like ChurnZero or Gainsight.

  • Ability to work in a fast-paced, high transaction environment with deadlines

  • Self-motivated with strong organizational/prioritization skills and ability to multi-task with close attention to detail

  • Critical thinking, research, and problem-solving skills a must

  • Excellent interpersonal and written/oral communication

  • Outstanding time management skills, attention to detail, out of the box thinking and sense of urgency to achieve goals.

  • Adept technically, strong operationally, collaborative in nature, and skilled at project management

Preferred Experience, Skills, and Education

  • Bachelor?s degree in business or the equivalent in work experience in CS Operations or related field

  • Prior role running CS Operations

  • Experience creating knowledge content

About Validity

For over 20 years, tens of thousands of organizations across the world have relied on Validity solutions to target, contact, engage, and retain customers ? using trustworthy data as a key advantage. Validity?s flagship products ? DemandTools, BriteVerify, Return Path, Trust Assessments, and GridBuddy ? are all highly rated, #1 solutions for sales and marketing professionals. These solutions deliver smarter email campaigns, more qualified leads, more productive sales, and ultimately faster growth.

Validity is a truly unique company - massive revenue growth, top-tier investors, 5-star product ratings, proven ability to acquire and integrate top tech companies and welcome them into the Validity family, winning culture, and a work environment that fosters hard work, trust, and fun.

Headquartered in Boston, Validity has offices in Tampa, Denver, Indianapolis, London, and Sydney. For more information, visit connect with us on LinkedIn, Instagram, and Twitter.


Validity is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

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